MS hardware support was good when I reported two faulty keyboards. After filling out a hardware support form online, they contacted me via email to go through a checklist to make sure it was faulty hardware and not just user ignorance. Once they were satisfied it was hardware at fault they sent me a replacement keyboard. They asked me to dispose of the old keyboard so no postage costs incurred by me. It took a while (about 3 weeks) for delivery. I think that is reasonable. They even telephoned me afterwards to make sure I was happy with the service. I was pleasantly surprised the whole process was so hassle free. Thumbs up from me for MS hardware support.